Weird; judging from their example, I am fairly sure we encountered their agent recently, when calling to find a Bosch expert for my air-to-air HVAC system.

After about ten questions - all irrelevant - the agent asked for a bunch of personal information, causing my wife to hang up in frustration. Our next call was to someone who actually answered their phone, and they are about to book ~6k gross in exchange for about 90 seconds of human operator time (plus site visit of course).

I hope the bitter lesson they wrote about finds their agents actually serving end customers - callers - better, not just business operators who want to outsource. They saved that company 90 seconds only to lose them ~1k revenue, because that 223-node agent graph really sucked to be on the other side of.

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